making it easier… serviceontario showcase ontario 2006
TRANSCRIPT
making it easier…
ServiceOntarioServiceOntario
Showcase Ontario
2006
ServiceOntarioServiceOntario
In Person
Online
By Phone
making it easier…
Everyday, we’re making it easier for Ontario businesses and individuals to access government information and services
ServiceOntarioServiceOntario
In PersonIn Person
making it easier…
Everyday… 64 ServiceOntario Centres 51 Registry Offices 70 self-serve kiosks 42 libraries
provide information and services… and SO much more… to clients across Ontario
In PersonIn Person
OnlineOnline
making it easier…
OnlineOnlineEveryday…20,000 Ontario customers
go online to find:– information
from all Ontario ministries– over 400 forms– birth certificates
…guaranteed!
– and SO much more...
By PhoneBy Phone
making it easier…
By PhoneBy PhoneEveryday…2,200 citizens call
ServiceOntario to: – get information and
directions to the right ministry
– ask for help on our website– register a business– buy a publication…
– and much, much more…
ServiceOntarioServiceOntario
AccessValueQualityTrust
… Every time!
ServiceOntarioServiceOntario
mmaking it easieraking it easier
Showcase 2006
Bob Stark, CEO
ServiceOntario
ServiceOntarioServiceOntario
ServiceOntarioServiceOntario
Showcase 2006
Bob Stark, CEO
ServiceOntario
IntroductionIntroduction
“Making it easier”… “Retail Expert” & “Best in the world”…ServiceOntario of the future?– What’s does the customer have
to look forward to?– What’s in it for you?
Making it easier…Making it easier…
An invigorated mandateCabinet support and budgetIT foundation to support our clients
present and future needsTalented, skilled staffA new vision to pursue
ServiceOntario “of the future”ServiceOntario “of the future”
What is “retail expert” going to look like…– To the “retailer”: ServiceOntario– To the “shareholders”: the Ontario
government and its ministries– To the customer– To staff
VisionVision
Be recognized for meeting or exceeding customer expectations with our service,
solutions, leadership, and people…
Every time!
Service Offerings
New & enhanced services that are
integrated to create an
outstanding service
experience
Brand
Strong brand positioning &
excellent value propositions
Customer Service
Effective & integrated channel
development with superior
customer service in all channelsCost Effective
Service Delivery
Operational excellence &
effective process management in
our service offerings
Partnerships
Reliable, accountable &
agile infrastructure
supporting strong delivery
partnerships
High Performance Organization
Highly skilled & energized people
with superior team attitudes & desire to achieve
results
What’s it going to take…What’s it going to take…
Government services are still not perceived to be easy to access– 33% of citizens agree that they can readily access the
government services they need. – 29% feel that they cannot readily access the services they need.
Citizens who are able to complete their service experience on the first contact provide higher value ratings than others
Citizens give consistently lower value ratings to more complex service experiences
What People Are ThinkingWhat People Are Thinking
““Value”Value”
How do we deliver?How do we deliver?
Linking Employees and Customers
The Value ChainThe Value Chain
Increase Employee
Engagement
Improve Customer
Satisfaction
Improve Organizational Performance
Increase confidence & trust in public institutions
The Client ExperienceThe Client ExperienceCustomer Satisfaction Performance…
33%
36%
44%
45%
50%
53%
55%
56%
59%
60%
68%
69%
69%
73%
20% 30% 40% 50% 60% 70% 80%
CSR Selling
Voice Menu
Wait Time
IVR
Ease of Contact
Call Length
CSR Authority
CSR Summarizing
Call Resolution
CSR Knowledge
CSR Listening
CSR Helpfulness
CSR Clarity
CSR Courtesy
The Client ExperienceThe Client Experience
What is Important to Customers…
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0.40
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0.58
0.20 0.25 0.30 0.35 0.40 0.45 0.50 0.55 0.60
Voice Menu
CSR Selling
Ease of Contact
IVR
Wait Time
CSR Clarity
Call Length
CSR Summarizing
CSR Courtesy
CSR Listening
CSR Knowledge
CSR Authority
CSR Helpfulness
Call Resolution
Value Chain PrinciplesValue Chain PrinciplesEmployee satisfaction results from several factors, the most important are:
– Fairness of management– Quality of one’s peers in the workplace– Opportunity for personal growth on the job– Capability – the latitude to deliver results to
customers– Levels of customer satisfaction achieved in
customer-facing jobs (the “mirror effect”)– Monetary compensation.
Today, we’re enhancing customer experience:
Ministry of Transportation online transactions
Land Registry Office e-registration technology
Enterprise Content Management System
ServiceOntario of the futureServiceOntario of the future
Results: What People Are Results: What People Are SayingSaying
“Well done! I wish all government application processes were as easy and user friendly. Thank You”
“Excellent. Very seamless registration process. Best of all, it’s one-stop-shop to get 3 things done. It’s a revolution in government services! Good work getting all 3 levels of government to work together.“
“All I can comment is it’s easy and I save a huge amount of time. I just wish you could do this for your passport too.”
“Your service allows an individual to do the work themselves at a greater cost reduction. Plus the ability to contact you directly. Don’t change a thing!!!!”
“This state of the art service is really great as it saves time and efforts. I wish you good luck for the future Phases of this initiative.”
Tomorrow, what will the ServiceOntario experience look like? Who knows? You?
E-mail, and a “destination” website
Wireless mobility – crackberries– bluetooth– etc.
ServiceOntario of the futureServiceOntario of the future
We’re on our way…We’re on our way…
ServiceOntario… Won’t you join us?
Questions?